Call Quality Assessor

**Call Quality Assessor**

**Bennett Jones - Manchester, UK**

We are seeking a skilled and detail-oriented Call Quality Assessor to join our fast-paced Volume Individual Voluntary Arrangement (IVA) business. As a Call Quality Assessor, you will play a crucial role in ensuring excellent customer service and compliance with industry regulations through the assessment and evaluation of customer calls. Your expertise in call quality evaluation and knowledge of IVA procedures will contribute to maintaining high standards and enhancing the overall customer experience.

**About you**:

- You are eager to learn a new role/skill and motivated to develop yourself with our support
- You want to be part of and work well with an experienced and talented team
- You are empathic towards customers, their financial needs and are willing to go the extra mile for them
- You are professional, accurate, pay attention to detail and can work well in a fast-paced environment.

**What you’ll be doing**:

- Call Quality Assessment: Listen to recorded customer calls and evaluate them based on predefined criteria, including adherence to IVA guidelines, compliance with regulatory requirements, and quality of customer service.
- Performance Evaluation: Assess and rate individual call handlers on their ability to handle customer inquiries, provide accurate information, and follow established processes and protocols.
- Compliance Monitoring: Ensure compliance with industry regulations, internal policies, and legal requirements by identifying any deviations or violations during call assessments.
- Feedback and Coaching: Provide constructive feedback and coaching to call handlers based on assessment findings, focusing on areas for improvement, enhancing communication skills, and optimizing customer interactions.
- Reporting: Generate detailed reports on call quality assessments, performance trends, and identified training needs, presenting findings to management for review and action.
- Training Support: Collaborate with the training department to develop and update training materials, guidelines, and standard operating procedures (SOPs) based on identified performance gaps and industry best practices.
- Continuous Improvement: Actively participate in quality improvement initiatives, contributing ideas, identifying process enhancements, and implementing best practices to drive customer satisfaction and operational excellence.
- Knowledge Management: Stay up-to-date with industry regulations, IVA procedures, and best practices in customer service, sharing knowledge and insights with the team to promote continuous learning and growth.

**It would be helpful, but not essential if you**:

- Experience: Prior experience as a Call Quality Assessor or in a similar role within a high-volume customer service environment, preferably in the IVA industry or a related financial services sector.
- Analytical Abilities: Strong analytical and problem-solving skills, with the ability to identify patterns, trends, and performance gaps through call assessments and data analysis.
- Attention to Detail: Keen attention to detail and a meticulous approach to evaluating call quality, ensuring accuracy, consistency, and compliance with established standards.
- Feedback and Coaching Skills: Ability to deliver constructive feedback and provide targeted coaching to improve call handling skills and enhance customer service quality.
- Technology Proficiency: Familiarity with call recording systems, quality assessment tools, and productivity software for generating reports and tracking performance metrics.
- Adaptability: Ability to thrive in a fast-paced, dynamic environment, managing multiple priorities and meeting deadlines while maintaining high-quality work standards.
- IVA Knowledge: Strong understanding of Individual Voluntary Arrangement (IVA) procedures, regulatory requirements, and compliance guidelines.
- Communication Skills: Excellent verbal and written communication skills, with the ability to provide clear and concise feedback to call handlers and collaborate effectively with cross-functional teams.

**Essential**:

- Minimum 1 years Insolvency experience

**What are the benefits?**
- Working in a modern office in Manchester City Centre (M2 5WA)
- A company pension
- Attending regular social events organised by the company
- A casual dress code to make you feel comfortable
- A health and wellbeing programme
- Private medical insurance
- Monday to Friday (hybrid working available once probation completed)

**Job Types**: Full-time, Permanent

**Benefits**:

- Bereavement leave
- Casual dress
- Company events
- Company pension
- Gym membership
- Health & wellbeing programme
- Private medical insurance
- Transport links

**Experience**:

- Insolvency: 1 year (required)

Work Location: Hybrid remote in Manchester M2